Clothing retailer Joules has implemented a major upgrade to improve channels of customer communication.
The upgrade is the culmination of a 12-month project working with Lily Systems, who specialise in voice and data communications across local and wide-area IP networks.
The project was completed in June by working in parallel with existing systems to ensure a seamless transition. Investing in the new system means that Joules can now offer a complete multimedia centre to further enhance its customer service. The solution will allow customer service agents to be contacted by email, chat or voicemail during its opening hours of 8am to 10pm.
“Customer service is very important to us, so we are delighted to be able to consolidate all customer communication through a unified platform,” explains Steve Stroud, Head of Customer Services at Joules. “This improved access means that our customers can now choose how to contact us, and will experience the same prompt professional service regardless of whether it’s day or night.”
The new system is equipped with the ability to be further upgraded and expanded, and already allows agents from different departments and locations to be integrated when required.
“Despite the large scale of the project, not a single call was missed during the transfer, and understandably the client was very pleased with this result,” comments Becky Jolliffe, Lily Systems’ Project Manager. Leicestershire-based Lily Systems have been working with Joules since the clothing company moved into their national head offices in Market Harborough in 2007.
Pictured above (left to right) Harriet Cottingham (Joules – Customer Services Resource Analyst), Scott Cooper (Joules – Customer Services Operational Manager), Steve Stroud (Joules – Head of Customer Services), Jackie Wileman (Lily Systems – Technical Director) and Jill Nicholson (Joules – Customer Services Team Manager).